The most common reason a mobile number transfer fails is a mismatch between the details you gave us and the details your current provider has on file.
When you ask us to transfer your mobile number, we check the following:
- Your mobile number
- Your date of birth (if your number is prepaid)
- Your current provider’s account number (if your number is postpaid)
You may have also picked prepaid when your current service is postpaid, or the other way around.
Prepaid
If your current number is a prepaid service, you’ll need to give us the correct date of birth so we can resubmit the transfer. On a prepaid plan, you pay for your service upfront and “recharge” when your credit runs out or the period ends.
Postpaid
If your current number is a postpaid service, you’ll need to give us your existing provider’s account number so we can resubmit the transfer. On a postpaid plan, your provider sends you a bill every month, and you’ll have an account number with them.
It’s also worth checking your details with your current provider and making sure your number is still connected and active. We can’t transfer your mobile number if it’s been disconnected.
💡 Tip: In some cases you’ll need to contact your current provider and ask for your port-out reference number. This can be different to the account number shown on your bill.
How to resubmit your transfer
To resubmit a failed mobile number transfer, log into our myMATE app or self-care portal and head to the “My Orders” section.
💬 Need help? If you’re still stuck, reach out to our support team through Live Chat and we’ll help you sort it out.
